Agent Quality Overview

Use this page to understand what Agent Quality Management - BETA does and the insights it provides in the current beta version.

What This Product Does

Agent Quality Management - BETA uses AI to evaluate uploaded interactions and transcripts at scale. Instead of reviewing only a sample of conversations, you can analyze every uploaded interaction and apply a consistent evaluation approach across your dataset.

Automatically Evaluate 100% of Interactions

• Analyze every uploaded interaction or transcript using AI
• Evaluate all conversations instead of relying on sample-based review
• Apply consistent and scalable evaluation across interactions

Generate Detailed Interaction Insights

For each interaction, the product provides:

• Contact reason and call summary
• Agent strengths and areas for improvement
• Agent performance insights
• Full transcript view for review
• Ability to drill into specific skills for the agent

Skill-level evaluation currently includes:

• Empathy
• Communication
• Resolution

Evaluations are powered by GenAI prompt-based analysis. The product also provides customer sentiment across the interaction.

Provide Team-Level Insights and Trends

Use team-level insights to:

• Identify top-performing agents
• Track skill trends over time, including which skills are improving or declining
• Apply filters to analyze specific datasets

Beta Notes

• A formal QA scoring rubric is not applied in the current beta version.
• The Suggested Training section is currently static. After beta, this is expected to evolve into dynamically generated training scenarios based on interaction analysis.

Key Value for Customers

Agent Quality Management - BETA helps you:

• Reduce manual QA effort and speed up review cycles
• Evaluate interactions more consistently
• Uncover data-driven insights at the agent and interaction level
• Monitor team-level performance trends